Sunset Learning Institute has played an integral part in developing and delivering Cisco Contact Center training for over 20 years. All SLI training is authorized Cisco curriculum that can be attended in a public, guaranteed-to-run class or in a custom/private format to fit your individual company needs.
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Sunset Learning offers training classes for several types of contact center implementations. Just answer a few simple questions and we’ll direct you to the classes that best fit your needs.
Please take a moment to watch the videos and review the training options closely as all platforms are very different.
Also, don’t forget to review the prerequisites before registering for class.
Cisco Unified Contact Center Express (UCCX) provides a secure, available, and sophisticated contact center software solution for up to 400 agents and interactive voice response (IVR) ports that is easy to deploy and manage. This on-premises omnichannel solution is ideal for formal and informal small to medium-size contact centers.
Training Options
CCE helps you deliver proactive and personalized customer experiences for many thousands of agents and is targeted at mid to large Contact Center environments. Although UCCE and PCCE share the same architecture, there are differences in the way they are configured. Ensure you know which version of the product you are using before attending class – check out our videos for help!
Training Options
The Cisco ® Webex Contact Center is a unified, omnichannel contact center solution that is centrally managed and administered from the cloud to improve operational efficiency and reduce costs. Designed and built from its foundation as a cloud solution, Webex Contact Center brings your business innovation, flexibility, and the agility of the cloud with security and scalability.
Training Options
For those just beginning a Contact Center journey, enrollment in the following prerequisite courses is strongly recommended.
By Mike Keutzer | 55 Min Video You will learn how to create a custom analyzer report and embed it into the agent/supervisor desktops by modifying the desktop layout JSON file. Desktop Layout Overview Teams, personas, CC Desktop, .json layout overview Personalize Desktop Layout Custom header/logo, Webex Chat, Screen Pop Add Reporting Widgets to Desktop Layout iFrame Widgets, Single/Multiple reports
By Bruce Wilkinson | 60 Min Video Cisco Contact Center Express (CCX) Reporting for your team can be overwhelming. But we’ve got great news – we’ve developed a program that finally fits everyone’s needs. In this recorded webinar, we cover the four pillars of CCX Reporting: Navigating the product Understanding and navigating the reports Customizing reports Tailoring UCCX reports to
By Bruce Wilkinson | 55 Min Video While many might describe UCCX V12 as ‘Same candy – different wrapper’ there are nonetheless some hidden gems that make this release well worth the upgrade. You’ll notice upgrades to the finesse desktop and some added configuration features and CUIC reports. All this without disrupting all your old favorites and scripting techniques. After
Empowering customers
to improve performance.
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